The Quiet Operator

In this episode of The Quiet Operator, Nathan speaks with Ben Ferrett, CEO of Inner Circle Group, about building a property investment business around the client experience, attracting good people, and creating a team where people actually want to perform.From property investment to Inner Circle GroupAfter more than a decade in the property investment industry, Ben decided to build something of his own.Having worked in larger businesses, he saw an opportunity to create a more personal experience for clients. The idea was simple: help people build a property portfolio around their actual financial goals, rather than treating every client the same.As Ben puts it:“Most people don't need one property to solve their financial problems; it really is two or three or arguably four.”Now into its second year, Inner Circle Group takes a hands-on approach to helping clients through the investment process, particularly those buying their first investment property.Keeping the client experience personalOne of the things Ben wanted to avoid was the transactional experience that can come with larger businesses.At Inner Circle Group, clients have a dedicated property strategist who stays with them from the initial conversation through to settlement.The idea is to have one person who knows the client, understands what they're trying to achieve and builds a relationship with them along the way.“We want to make the experience from start to finish really handheld, done properly, great result.”Finding and keeping good peopleNathan and Ben also get into one of the harder parts of running a business: attracting people who are genuinely good at what they do.For Ben, it starts with leadership. People need to know what is expected of them, where the business is heading and that the person leading them actually cares about their development.That means giving people clarity around their role, challenging them with new responsibilities, recognising their wins and building genuine relationships within the team.“If you can do all of that together, you tend to get people who enjoy what they do and want to perform.”Giving people a path to progressCareer progression is another area where Ben takes a fairly practical approach.Rather than waiting for an annual review to talk about performance and development, he believes those conversations should happen regularly.There also needs to be a clear path for people who want to take on more responsibility.For example, becoming a property strategist isn't simply about being good at dealing with clients. Ben believes you need to have actually invested in property yourself.“You have to be a property investor to progress to a strategist role. We can't have someone who's never done it themselves sitting with clients.”It's a good conversation about building a business that doesn't just focus on getting clients through the door, but on what happens after they arrive.

Zoe Van Mill shares how she turned Flat Out from a quiet family business into a fast-growing brand with 150+ SKUs, a stronger team, and customers who genuinely love the company. Nathan and Zoe talk through the systems, cash flow discipline, and customer-first mindset behind the growth including how Zoe rebuilt messy manual processes, used her web design background to streamline operations, and kept the business human while it scaled.If you’re building a business and want practical lessons on growth, operations, and authenticity, this one is worth your time.

In this episode of The Quiet Operator Podcast, Nathan speaks with Kheng Tu, head of commercial lending at The Finance Stand, about what really determines whether a business holds up or comes under pressure in today’s market.Most people assume profit is the main measure of success, but Kheng explains why cash flow is often where things actually break down, and how otherwise strong businesses can get caught out when timing, tax obligations, and growth all collide.The conversation covers the realities facing small business owners right now, including lingering ATO debt from the COVID period, common cash flow mistakes, and why so many operators only realise they need funding once they’re already under pressure.Alongside her professional work, Kheng shares what it looks like balancing running a business, raising two young kids, and mentoring new female brokers, and how those responsibilities shape the way she thinks about leadership, time, and decision making.She also reflects on her background in banking and mortgage broking, and how she now helps business owners think through funding, acquisitions, and expansion by looking beyond the numbers and into the real structure of the business.

Mark didn't plan on building a digital agency. A back injury pushed him into it.Forced away from traditional work and stuck at home with a laptop, he stumbled into Google Ads. What started as a way to make a living became the foundation of Zen10, a digital agency he has spent more than a decade building.Today, Zen10 operates on two fronts: serving direct clients while also running a wholesale division that delivers Google Ads and Meta campaign management for agencies across Australia.Alongside his business partner Dylan, Mark has maintained a true 50/50 partnership for more than fifteen years without a major conflict, a rarity in business.But the biggest challenge of his career may be unfolding right now.The rise of AI is rapidly changing the very services agencies like his were built on. While it creates efficiencies inside his business, it also puts powerful tools directly into the hands of clients. Websites can now be built in minutes, campaign management is becoming increasingly automated, and much of the manual work marketers once charged for is disappearing.In this conversation, we unpack how Zen10's wholesale model works, the lessons from a fifteen-year business partnership, and why Mark is actively deploying AI agents inside his own company with the goal of making parts of his own role redundant within the next three months.

In just a few years, Shaun went from cabinet maker to property developer. Since then, he's taken what he's learned and built Property Portfolio Solutions, helping everyday investors use duplex developments to grow their wealth.We get into how the duplex model works, why banks are often willing to back it, and how developers can create equity throughout the process. Shaun also shares the mistakes he sees investors make when they try to tackle developments on their own.We talk about dealing with councils, builders and approvals across different states. We also cover what it's been like running the business solo after his accountant business partner retired, and why the right people around you can make or break a development project.